Friday, March 27, 2015




Customer Services


Both CarillionAmey and DIO Service Delivery Accommodation have a strong customer focus to provide the best service we can to service personnel and their families. However, sometimes things go wrong so below is some useful advice and guidance on what you need to do if you wish to make a complaint, and what the correct procedure is.
Whatever the problem, we will endeavour to sort it out as quickly as possible. We value your feedback and monitor complaints to help us focus on improving our service in those areas.


How to make a complaint

Complaints are handled in 3 stages, with the aim of making sure that the majority can be fully investigated and promptly put right. If you are dissatisfied by the response at any stage, you will be given the opportunity to go to the next stage.


Stage 1

If you are dissatisfied with our service please call the CarillionAmey Helpdesk on 0800 707 6000 or visit the CarillionAmey website.
Once you have registered a complaint, a CarillionAmey customer care manager will contact you, and give you a reference number for your complaint. They will explain how the process works and keep you regularly updated on the progress of your complaint.
If you are not satisfied with the way the complaint is handled or you want to speak to someone more senior, you can speak to a senior manager at the Helpdesk or a CarillionAmey director.


Stage 2

If your complaint has been closed at stage 1 and you are not satisfied with the response, you can then escalate your complaint to the DIO Customer Services Team.
You should briefly set out your complaint and why you are not satisfied with the Stage 1 response in writing to:
Customer Service Team,
DIO Service Delivery Accommodation,
Ground Floor,
Swales Pavilion,
RAF Wyton,
PE28 2EA.

If you make a written complaint we will acknowledge it within 3 working days. An investigation will be carried out but depending on the nature of the complaint, this can take some time.

Stage 3

If you are not satisfied with the response you receive at stage one and stage two, you can escalate your complaint to the Independent Housing Review Panel by writing to:

Independent Housing Review Panel
CD(P) Service and Veterans Welfare Accommodation Policy C2
Ministry of Defence
Floor 6, Zone A
Main Building

Friday, March 13, 2015

Tuesday, March 10, 2015


CarillionAmey (CA) - Service Improvement

Our customers can now contact the CarillionAmey Occupancy Services team via fax on 0151 728 1001 as well as via phone call to the Helpdesk on 0800 707 6000 option 3 and via email at

CarillionAmey Facebook

From Monday 30th March, CarillionAmey are updating the way they use Facebook in order to provide useful information to our customers who 'like' our Facebook page. Going forward the CarillionAmey page will be used to increase our customers' knowledge of the service.  The CarillionAmey Social Media Manager will be able to provide information and signpost customers, so that they can learn to use our service more effectively.  However, comments will no longer be visible to all, just the Social Media Manager. CarillionAmey want to encourage our social media users to continue to make suggestions or request information that may be useful for everyone in their Facebook community, in turn this will help us to develop content that addresses the most frequently asked questions.

The CarillionAmey Facebook page was never intended to be used for raising jobs, compliments or complaints.  If you need to raise a job, record a compliment, lodge a complaint or need advice on a housing issue you should always contact the CarillionAmey Helpdesk on 0800 707 6000 or pop into your Local Customer Service Centre.

Tuesday, March 3, 2015